D1. Select, synthesize and organize pertinent information to meet user needs
• Information is selected for relevance and appropriateness
• Information is accurate • Information meets user needs • Information is synthesized and
well organized
• Knowledge of user requirements • Knowledge of company standards
and practices
• Knowledge of the procedures, processes and/or products being documented • Knowledge of logical document
organization procedures
• Ability to recognize and organize information most relevant and important to the situation
• Ability to compile and analyze multiple viewpoints and items
• Ability to use computers to process information
• Ability to simplify complex information • Ability to use inferential knowledge and
to synthesize information based on past experience and industry knowledge
D2. Create content of document
• Content is presented clearly and concisely to the intended audience
• Technical terminology is redefined for lay readers where appropriate
• Appropriate presentation tools are used • Style and tone are consistent
• Content is presented in proper media and communicates necessary information • Content meets stated specifications and
standards in a timely fashion as set forth in the document plan
• Content is geared to the appropriate technical level of intended audience • Test user can perform the stated tasks in a
literal manner and obtain the desired result
• Knowledge of the principles of technical writing and presentation
• Knowledge of company standards and specifications
• Knowledge of technical writing tools, methods and delivery options
• Ability to translate technical terminology and concepts
• Ability to create templates and style guide for information technology content • Ability to maintain positive and productive
relationship with development team
• Ability to use word processing, desktop publishing, online publishing and graphics tools
• Ability to interpret and summarize research information
• Ability to create clear, concise original documents
• Ability to analyze and synthesize information
• Ability to use appropriate language, style, organization and format
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation AbilitiesCritical Work Function: Develop and Write Document
D3. Develop feedback/ validation vehicles
• Document is distributed and scheduled feedback is actively solicited
• Review process and timelines are identified and followed
• Steering committees, advisory groups or panels are consulted as appropriate • Opportunities for user input are provided • Appropriate reviewers are identified and
may include subject matter experts, support and/or quality assurance staff
• Knowledge of group communication aids • Knowledge of methods and tools for
gathering useful feedback
• Knowledge of company guidelines for obtaining feedback
• Ability to use word processing, desktop publishing, online publishing, email, net conferencing, telephone, video and graphics tools
• Ability to gather, analyze and categorize information
• Ability to present complex ideas/ information and analyze responses • Ability to listen attentively and compare
multiple viewpoints
• Ability to respond assertively while understanding impact on others
D4. Obtain feedback on information and technical accuracy
• Available information resources are identified and confirmed
• Feedback is requested in a timely manner • Appropriate feedback is collected from
subject matter experts • Review/revision process follows
company procedures
• Appropriate feedback is incorporated into the final document
• An extensive, iterative process is followed with multiple revisions until the goals of all reviewers are met and/or resolved
• Knowledge of location of subject matter experts
• Knowledge of company and departmental review processes and procedures
• Ability to solicit and accept constructive feedback
• Ability to demonstrate composure • Ability to listen attentively
• Ability to respond appropriately to others • Ability to evaluate feedback for accuracy
and relevance
• Ability to create data gathering processes • Ability to recognize job tasks,
distribute work assignments and monitor performance
D5. Edit for readability, grammar and usage
• Document is free of grammatical errors • Document meets customer expectations for
readability, usage and usability • Document meets standards of style
• Knowledge of grammar, readability and usability standards consistent with design • Knowledge of advanced word processing
and editing tools
• Ability to evaluate consistency of written material
• Ability to judge the accuracy,
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation AbilitiesTechnical W
riting
Critical Work Function: Develop and Write Document
D6. Test, validate and verify for usability
• Document is pertinent, accurate and usable • Document contains appropriate
information and is organized conveniently for the user
• Inappropriate style or tone is identified and eliminated
• Missing elements required to meet user and business needs are identified and addressed
• Validation is performed by the subject matter experts and usability is confirmed by the target audience or an appropriate proxy • Document meets technical standards and
customer expectations
• Knowledge of basic research reporting for information technology
• Knowledge of interview, observation and other data gathering techniques for information technology
• Ability to plan and conduct usability tests • Ability to interpret test results correctly • Ability to ask appropriate questions,
identify appropriate test subjects and employ the comments made to improve the document
• Ability to gather, evaluate and categorize information
• Ability to synthesize appropriate solutions • Ability to respond appropriately to others
and demonstrate empathy • Ability to interpret and clarify